Automated Post-Purchase Rights Management System
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Solution Overview
Problem
Current customer support systems lack efficient automation for customers to manage and exercise post-purchase rights, often requiring manual retrieval of purchase documentation and lacking proactive notifications for changes in these rights.
Innovation Solution
A computer-implemented method and mobile application that extracts purchase data from documentation, searches for vendor policies, and sends notifications to customers about changes in their post-purchase rights, facilitating automated interactions with contact centers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers manually retrieve and manage purchase documentation, then they have control over their information, but the process is time-consuming and inefficient
Solution Approach 1:
The system enables customers to automatically manage their own post-purchase rights through a mobile application that autonomously extracts purchase data, searches vendor policies, and sends notifications without requiring manual intervention. The customer service representative's system automatically performs these tasks on behalf of customers, eliminating the need for customers to manually retrieve and manage documentation.
Solution Approach 2:
The system performs preliminary actions by automatically extracting purchase data from documentation before the customer needs to manage their rights. The system proactively searches for vendor policies and identifies milestone dates in advance, sending notifications to customers before the milestones occur, thereby eliminating the need for customers to manually search and retrieve information at the time of need.
2Productivity
If the system automatically extracts and manages post-purchase rights, then service efficiency improves, but system complexity increases
Solution Approach 1:
The customer service representative's system performs multiple functions within a unified platform: extracting purchase data from various documentation formats, searching vendor policies across different sources, identifying milestone dates, sending notifications through multiple channels, and managing customer communications. This multi-functional approach consolidates what would otherwise require multiple separate systems into a single integrated solution.
Solution Approach 2:
The mobile application serves as an intermediary between the customer and the complex automation system. It presents a simple user interface for customers to provide purchase documentation while handling the complexity of data extraction, policy searching, and notification scheduling in the background. This intermediary layer abstracts the system complexity from the user while maintaining automated functionality.
3Ease of operation
If the system provides proactive notifications about post-purchase right changes, then customer experience improves, but information processing requirements increase
Solution Approach 1:
The system continuously monitors vendor policies and purchase documentation for changes in post-purchase rights, providing feedback to customers through timely notifications. When milestone dates occur or policy changes affect customer rights, the system automatically sends updates to customers, ensuring they receive relevant information without requiring them to actively search or track changes themselves.
Solution Approach 2:
The system performs preliminary identification and tracking of post-purchase right changes before customers need to act on them. By proactively searching for policy updates and identifying milestone dates in advance, the system prepares and sends notifications before the actual changes occur, ensuring customers are informed at the appropriate moment without requiring them to manually track information.
Data Source
AI summary
A method facilitating a customer exercising post-purchase rights associated with a purchase made by the customer of a product. The method includes: receiving first documentation related to the purchase of the product; extracting purchase data from the first documentation, where the extracted purchase data describes the purchase including a vendor identify, purchase date, and product type; conducting search using terms derived from the extracted purchase data to connect to a vendor web site; conducting a search of the vendor web site using terms derived from the extracted purchase data to locate a first vendor policy of the vendor that defines a first post-purchase right of the customer; determining a milestone date associated with the first post-purchase right of the customer; and sending a notification to the customer appraising the customer of the milestone date and the material change.